- Created by Susheel Ashtaputre on Sept 13, 2024
Provides additional metrics on the cost of running services and campaigns for the selected search criteria. Expand below to learn about options for searching and how to interpret outcomes.
This report does not provide current-day data and may only be generated with a start and end time frame no greater than 31 days. Data can be generated from up to 270 days prior. By default, all times are in UTC.
Specify the following options to generate the report. Only the date range is required to generate the report and the rest of the fields are optional. These optional fields can be used to get specific records.
- Date Range: Enables you to type in dates in the format of MM/DD/YYYY or choose dates using the calendar button. Clicking on the calendar button opens the Date Picker interface.
- Under the Range tab, you can select the date range.
Under the MultiSelect tab, you can select multiple sequential or non-sequential dates.
- Call Center: Select a call center with a drop-down menu.
- Multiple Call Center Selection – Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
- Search the required call center by typing the text in the Search textbox.
- Click a call center from the Available column to move it to the Assigned column.
- Click the Assign All button to add all the available call centers to the Assigned column.
- Click a call center from the Assigned column to remove the assigned call center. It will be moved to the Available column.
- Click the Remove All button to remove all the assigned call centers. They will be moved to the Available column.
- Multiple Call Center Selection – Clicking on the link next to the Call Center drop-down menu opens the Select Call Center window.
- Service: A particular service can be selected using the service drop-down menu. If a particular call center is selected prior to selecting a service, services only available for that particular call center will appear.
- Multiple Service Selection – Clicking on the link next to the Service drop-down menu will open the Service Selection window:
- Search the required Service by typing the text in the Search textbox.
- Click a service from the Available column to move it to the Assigned column.
- Click the Assign All button to add all available services to the Assigned column.
- Click a service from the Assigned column to remove it from the assigned services. It will be moved to the Available column.
Click the Remove All button to remove all the assigned services. They will be moved to the Available column.
- Multiple Service Selection – Clicking on the link next to the Service drop-down menu will open the Service Selection window:
- Drill By: Enables you to separate charges based on the following:
- Answering Machine On/Off: Provides a break out of services that had Answering Machine Detection turned on compared to those services that had Answering Machine Detection turned off.
- Attended/UnAttended: Provides a break out of those services that used agent desktop compared to those services that did not.
- Attended/UnAttended/QuickConnect: Provides an additional break out for those services using agent desktop, services using Quick Connect functionality, and those services that did not use either.
- Service Type: Select the specific agent for whom you want to view the report.
- Multiple Agent Selection – Clicking on the link next to the Agent drop-down menu opens the Select Agent window.
- Search the required agent by typing the text in the Search textbox.
- Click an agent from the Available column to move it to the Assigned column.
- Click the Assign All button to add all the available agents to the Assigned column.
- Click an agent from the Assigned column to remove the assigned call center. It will be moved to the Available column.
- Click the Remove All button to remove all the assigned agents. They will be moved to the Available column.
- Multiple Agent Selection – Clicking on the link next to the Agent drop-down menu opens the Select Agent window.
Report columns and sequences can be easily modified to provide you with a report view that is important to your business operation.
- Click the cog icon in the upper right of the Results panel.
- Place a checkmark to the right of the field you want to be displayed and unchecked for those to be hidden. See the Generate Report section for more information on available fields in the report.
- Re-sequence the displayed fields by selecting a column and moving it up or down using the appropriate button.
- Click OK to update the view.
After choosing the search parameters, generate the report by clicking the Generate Report button to the right of the search options. The following optional fields are available as report columns::
- Call Center: Name of the call center
- Service: Name of the service
- Total Calls: Total number of dials attempted including records code as Not Connected and excluding records code as Not Made
- Connected Calls: Total number of calls connected to a live party or machine (answering machine, fax, etc.)
- Operator Transfers: Total number of attempts to bridge connections into agents
- Successful Operator Transfers: Total number of attempted operator transfers that successfully connected to an agent
- Estimated IVR Duration (Mins): Total minutes of IVR time for all connected calls
- Estimated Transfer Duration (Mins): Total call duration for all successful operator transfers in minutes
- Estimated Duration (Mins): Total call duration in minutes including both Rounded IVR Duration and Rounded Transfer Duration
- Estimated Charge: Total charges
- Average Charge per Call: Charges divided by Connected Calls
Additional Buttons
- To export the generated report, click the Export button (next to the Generate Report button) and select the required option of file type. The available options are PDF, Excel, and CSV.
- To print the generated report, click the Print button (next to the Export button). The generated report opens in another tab. Select the details for printing the report and click the Print button.
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